Previously an existing patient could simply enter their phone no. and login.  Now there are too many steps and some elderly patients are not liking this. Thats been our experience

I think once we are sure that patients dont have the ability to “play” with the system and keep changing  or cancelling their appointment, we will look to use it.

Couple of issues with portal that needs to be addressed,

Patients are able to book multiple appointments for the same reason e.g., EXAM, which could lead to scheduling conflicts, confusion, and inefficient resource management.

NHS patients are able to book private exams, leading to confusion at reception, particularly when patients insist they booked an NHS appointment despite having selected and paid for private services this results in delays.

Despite these issues we are still using the portal for 4 sites and happy with the feature. 

I have to say, I agree with @Abhishek  It is quite a lot for them to input. However, I’ve been pleasantly surprised that we haven’t had any negative comments from patients about it yet (probably jinxing myself now).

We have noticed, though, that with the increase in online bookings, our telephone lines have freed up massively, giving our admin teams much more time to assist patients who are less able to book online which is a bonus.  I’m having to find my call centre more tasks to keep them busy! 

Overall, I’m very happy, but we’re looking forward to when existing patients can pay deposits for their recall appointments.